How Salesforce Field Service Apps and DPA Drive Increased Customer Satisfaction and Revenue

FSM and DPA Use Cases for Improving Customer Experiences and Revenue Opportunities

Here are just a few examples of how FSM apps through Salesforce and DPA can work together to elevate customer experiences and grow and recapture revenue in the field. 

Real-time communications and Dispatching

Everyone has experienced being stood up by a technician or field sales rep. Even if it’s just a delay, customers expect to be kept in the loop on what to expect. 

An FSM can help keep track of field teams easily, without the constant need to call dispatchers and have them reach out to customers, or as is sometimes the case, become overwhelmed and miss making that update call. Instead, an FSM can provide GPS locations of teams and the ability to check-in and out of a customer site with just the push of a button. Layering in DPA, dispatchers can be updated in real-time about team member movements and delays. Customers can receive call or text messages to let them know when to expect a salesperson or technician to arrive. 

Inventory Visibility

A significant portion of good customer service is simply setting appropriate expectations. When a customer knows that an order may be delayed or that an item is out of stock, they can plan ahead, reducing potential frustration. 

It can be a challenge for a field sales rep to keep up with inventory levels while out with a customer. With an FSM app directly connected to inventory management, a field rep can immediately see any issues or potential problems with an order. Plus, automation can help route an order placed through a field sales application quickly, reserving stock for the customer without waiting to return to the office to input the order. 

DPA can take this one step further, automating alerts to fulfillment or manufacturing management about potential inventory issues or a need to replenish specific items before inventory becomes a roadblock to sales. 

Form Completion and Management

Whether being completed by a customer or a team member, forms can be time-consuming to complete. This can be incredibly frustrating for an existing customer. “Why do you need to re-enter all my information?” they ask. “Don’t you have all that data in your system?” 

The reality is, yes, you likely do have their information. By using DPA to auto-fill form fields for a customer within an FSM app, technicians don’t waste time trying to type in addresses or names into forms on the small screen of a smartphone or tablet. Instead, the data is filled in - and propagated across - any forms that might be needed to complete a service call or sale. 

Streamlined Invoicing

Invoicing can be one of the biggest benefactors of the combination of FSM and DPA. A single FSM can remove tedious and delaying steps like filling out paper order or service forms and then scanning copies to submit to the home office. But delays may occur if errors are discovered later that need to be corrected before being sent along for approvals and processing. 

With an FSM and digital automation, order and sales forms can be completed and submitted digitally. Error checking can occur in real-time, and inventory can be checked dynamically. Technicians and sales reps can be alerted to missing information, such as photographs or part numbers. Once submitted, orders can be automatically handed off to managers for approvals or use logic/rules to determine that the standards for auto-approval have been met, and no manual review is needed. 

Digital paperwork can follow a defined workflow or be routed to multiple departments at once. Orders are placed quickly instead of waiting for the end of the day or week. Reducing order-to-cash duration is a KPI for many organizations. The sooner an order is placed and fulfilled, the sooner invoicing and billing can occur, and revenue can be realized.

Conclusion

Many businesses already realize the powerful tool that they have in a Salesforce implementation. Leveraging it further to empower field teams to offer incredible customer service adds value to the business. Layering on top of that digital process automation to accelerate and streamline multiple areas of field services and sales sets organizations up for a measurable edge over their competitors. 

If you’re looking to improve your customer’s experiences with field service and sales applications in Salesforce and automate the processes around those services, we’d love to talk to you. Six Consulting has helped customers across various verticals realize revenue growth and more satisfied customers by employing innovations available through the Salesforce platform.